IMS 1st-line Support and Tester

SUMMARY:
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POSITION INFO:

The IMS 1st-line Support and Tester role provides first-line technical support, participates in software testing and documentation, and contributes to the ongoing development and maintenance of the organisation’s Information Management Systems (IMS). This includes MyGateway, Syspro-integrated systems, Qlik, Power BI, PowerPivot, Power Automate workflows, SharePoint solutions, and PDF-based digital forms.

The role bridges user support, software testing, and light development activities — ensuring that changes, enhancements, and user requests are handled efficiently, tested thoroughly, and documented consistently. It offers a strong foundation for future growth in software development, quality assurance, or business analysis roles within the MyGateway and Business Excellence teams.

Key ResponsibilitiesApplication Support

• Serve as the first point of contact for IMS-related queries, troubleshooting user issues and logging them accurately.
• Manage and triage support tickets (e.g., Spiceworks, Trello), ensuring timely resolution and escalation where required.
• Perform basic configuration, data corrections, software, and system updates under supervision.
• Identify recurring issues and feed insights into MyGateway, QA and BI teams for process or system improvements.
• Maintain a customer-focused, service-oriented mindset in all interactions.

Software Testing

• Execute structured test plans for new features, bug fixes, and enhancements.
• Development of integration tests for automated regression testing.
• Perform regression testing prior to deployment to ensure system stability.
• Document test results clearly and ensure they are stored according to QA protocols.
• Collaborate with the QA Analyst and Developers to validate fixes, confirm requirements, and report any defects or inconsistencies.
• Participate in feature demos and ensure business-facing test cases reflect user needs.

Documentation & Knowledge Management

• Contribute to maintaining a user-friendly, well-structured knowledge base, including SOPs, FAQs, and how-to guides.
• Ensure that documentation is updated following system changes or releases.
• Collaborate with the MyGateway, QA and Training teams to prepare material for business handover and training.
• Maintain traceability of configuration and testing artefacts in alignment with Business Excellence standards.

Continuous Improvement

• Adopt a prevention-first approach — identifying opportunities to automate, simplify, or improve recurring support processes.
• Support the QA Manager in implementing Lean and PDCA (Plan–Do–Check–Act) principles within the Quality Assurance stream.
• Participate in retrospectives and process reviews to refine support and testing practices.

Process Automation

• Develop and maintain low-code / no-code solutions such as Power Automate flows, SharePoint lists, and PDF-based digital forms.
• Assist in maintaining standard templates and document libraries that underpin business workflows.
• Support small-scale enhancements to existing applications in collaboration with senior developers.
• Follow best practices in change control, testing, and documentation.

Key Relationships

Internal: QA Manager, QA Analyst, MyGateway Developers, BI Team, Data Operations Team, Business Users

External: System vendors, third-party service providers (as required)

Required Qualifications & Skills

• National Diploma or Degree in Information Systems, Computer Science, Industrial Engineering, or equivalent experience.
• 1–3 years’ experience in application support, testing, or related IT function.
• Basic knowledge of SQL and relational databases.
• Familiarity with Microsoft 365 tools — Power Automate, SharePoint, Excel, and Teams.
• Understanding of software testing principles and bug tracking workflows.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills.
• High attention to detail and documentation accuracy.
• Proactive learner with a growth mindset and willingness to experiment with new technologies.

Desirable Skills

• Exposure to Syspro or similar ERP systems.
• Basic knowledge of BI concepts and exposure to Qlik or PowerBI.
• Experience with low-code development or scripting (e.g., Power Automate, Power Apps, VBA, Java).
• Familiarity with CI/CD or deployment tools (e.g., Octopus Deploy).
• An interest in automation, business process improvement, or data analytics.

Success Metrics / KPIs

• Timely and accurate resolution of user tickets.
• Reduction in recurring issues through effective root cause analysis and feedback loops.
• High quality and completeness of test documentation and results.
• Improved accuracy and usability of test plans over time.
• Improved testing effectiveness through automated testing.
• Improved accuracy and usability of business documentation (SOPs, FAQs, templates).
• Contribution to small-scale automation or workflow improvements.
• Positive feedback from users and internal QA team on responsiveness and professionalism.